Target: Consumers looking for a fast line of credit.
Services: Customer Service, New Customer Acquisition, Debt Collection, Back Office.
Timeframe: + years (ongoing)
For more than two years we have been collaborating with client companies that are leaders in the financial technology sector, also known as FinTech.
The services we offer include Customer Care, for users who call us to check the status of their online loan applications, outbound calls for the purpose of debt collection as well as to capture new customers interested in a quick line of credit.
More than 50 agents work from our Contact Center platform making & receiving phone calls while utilizing our advanced call system, CRM, payment program and email & chat management system.
Our team is in contact with over 500,000 people interested in a rapid line of credit and manages the following monthly volumes:
•70,000 outbound calls
•50,000 inbound calls
•30,000 emails & 20,000 chats.
The data that our CRM & call system collect and store are of vital importance. This big data, as it is called, is created according to the volumes managed.
Our agents provide outbound call services for the following purposes:
-Acquisition of new customers
-Customer base reactivation
-Debt collection management
-Communication of loan approval & request for missing information, documents, bank details etc.
-Customer satisfaction & market research surveys
Our agents deal with Customer Service calls relating to the following:
-Customer assistance for the online loan application process
-Information regarding loans, interest rates, payment terms & deadlines, etc.
-Complaints, grievances & other incidents
-Technical Support (regarding browsers, mobiles, desktop, etc.)
In addition we offer the following Back Office services:
-Email & chat management
-Payment system management
-Document verification (cards, bank accounts, identification, etc.)
-Ticket system tracking
Our agents manage loans of varying amounts, with different payment deadlines in addition to credit cards, credit policies and other financial products.
The services are carried out with the utmost of flexibility, skill and decisiveness because we are dealing with rapid credit. The handling of financial products requires very careful management as well as the ability to resolve issues effectively.
The Training department plays a crucial role in keeping the team up-to-date on the different products, changes in the market and the latest online tools.
As a result, we have reached an SLA of 90% in Customer Care. The average talk time is less than 2 ½ minutes and the average wait time is less than 25 seconds. All emails and chats are dealt with on a daily basis and the rate of payment of outstanding debt is 30%.
Through our experience over the last two years our Contact Center has become a true leader in the FinTech industry. More and more companies in the sector are looking to us to outsource their Customer Service needs.
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